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How To Take Advantage Of Unique Service At A Family-Owned Pharmacy

16 December 2015 by Elmer Perry

When you get a prescription filled or need an over-the-counter medication, you have a choice: head on auto-pilot to a chain or big box store or select an independent pharmacy, many of which are family owned. Here are some compelling reasons why you should opt for the latter and how you can use their benefits to your advantage.

Family-owned Pharmacy Buying Practices

Independent pharmacies make up a much larger percentage of their revenues through prescriptions than chain stores do. This gives them a great incentive to help you with more challenging medication needs, like special formulations or drugs in short supply.

Additionally, a family owned pharmacy might not be as tied down by supplier contracts as big corporate pharmacies are. When you need a drug that's hard to find or not carried by a chain pharmacy, ask a family pharmacy if they can get it for you. They make a great resource in tracking down just the right product for you, and your business won't get lost among thousands of customers.

Customer Service

Customer service is king at most independent pharmacies. A Consumers Union study in 2003 found that a much larger percentage of customers were satisfied with their family pharmacy experience versus those who went to big chains for their purchases. The reasons for the better quality service are numerous:

• Pharmacists aren't held to time metrics like they are at big chains, which means they can generally take the time they need with each customer.
• In spite of taking longer with each customer, independent pharmacists are able to provide shorter wait times overall because they are less crowded.
• Smaller staff sizes mean better consistency for both prescribers and customers.
• Family-owned pharmacies have ties to the community; when their history and family name is at stake, the incentive to provide high quality is greater.
• They aren't tied down by corporate policy and can take unusual situations on a case-by-case basis to deal with obtaining medications, providing different formulations, or dealing with insurance.
• They can offer perks like personal charge accounts and specialty items such as stationery or designer perfume.

If you like the kind of old-fashioned personalized service that can be hard to find in retail today, a family-owned pharmacy may be to your liking.

Employee Environment

Employees like family-owned and independent pharmacies too. Because these establishments can determine their own hours, employees aren't forced to work big holidays or difficult time shifts. Young pharmacists and interns have a better opportunity to learn a broad range of business skills, such as merchandising, accounting, and marketing, which are typically sourced to different discrete departments in chain stores.

There is also better room for advancement. In 2013, the average US pharmacy owner earned at least two times what an employed pharmacist did. When job satisfaction is often linked to performance, you may encounter happier employees and owners at an independent pharmacy, and that can't help but make your experience more pleasant.

The next time you need to get a medication or health product, ask yourself if you would prefer stellar customer service and a greater range of options. Chances are your answer will be affirmative, so head to your community's family-owned pharmacy, and you may never fill a prescription at one of those big box stores again.  

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